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Smart Outsourcing Tips: Hiring Your First Offshore Help Desk Staff

Smart Outsourcing Tips Hiring Your First Offshore Help Desk Staff 

The prevalence of digital transformation across various fields has been progressive. With global IT spending expected to reach five trillion USD this year, it is clear that technology’s role in corporate solutions is only expected to gain more value.

One core IT function that serves as a foundation for tech-enabled corporate operations is an effective help desk system.

Help desk outsourcing is one way IT services can guarantee a fast and digital-first approach when addressing issues.

Here are smart outsourcing tips to help you hire your first offshore help desk staff.


How Does Help Desk Outsourcing Work?

Service Delivery

IT help desk outsourcing providers deliver support services through various channels such as phone, email, chat, or self-service portals. They handle support inquiries, troubleshoot technical issues, provide product information, and assist with account management. 

Outsourcing providers adhere to agreed-upon service level agreements (SLAs) and quality standards to meet the organisation’s support needs effectively.

Integration with Internal Systems
Help desk outsourcing providers integrate with the organisation’s internal systems to ensure seamless support delivery. This integration may involve access to customer relationship management (CRM) systems, knowledge bases, ticketing systems, and other relevant platforms. 

Through the integration with internal systems, outsourcing providers can access necessary information, track support interactions, and provide consistent service to users.

Monitoring and Performance Management
Monitoring and performance management are essential aspects of help desk outsourcing. Organisations monitor the outsourcing provider’s performance to ensure SLAs are met and quality standards are maintained. 

Key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and ticket escalation rates are tracked to evaluate performance. Regular performance evaluations help identify areas for improvement and ensure the outsourcing provider delivers high-quality service.

Cloud-based Ticketing Systems
Cloud-based ticketing systems are commonly used in helpdesk solutions to manage support tickets efficiently. These systems allow organizations to track, prioritize, and resolve tickets in a centralized platform accessible from anywhere. 

Cloud-based ticketing systems also facilitate collaboration among support team members, provide real-time updates on ticket status, and generate reports to analyse support metrics.

By utilizing cloud-based ticketing systems, organisations and outsourcing providers can streamline support operations and improve customer satisfaction.

VOIP Phone System
Voice over Internet Protocol (VoIP) phone systems are frequently utilized in help desk outsourcing for handling phone support. VoIP enables cost-effective and flexible communication by transmitting voice calls over the internet. 

Outsourcing providers can set up dedicated phone lines or integrate with the organization’s existing VoIP infrastructure to provide seamless phone support. VoIP phone systems promote efficient communication between support agents and users, enabling quick issue resolution and enhanced customer service.

What Skills are Ideal for Help Desk Staff?

Technical Proficiency
Help desk staff should have a solid and nuanced understanding of common operating systems (Windows, macOS, Linux), hardware components (computers, printers, networking devices), and software applications (Microsoft Office, email clients, web browsers). They should also be familiar with troubleshooting techniques and remote support tools.

Problem-Solving Skills
The help desk outsourcing staff needs to be able to analyse and resolve technical issues efficiently. This includes identifying the root cause of problems, troubleshooting effectively, and finding creative solutions to complex issues. They should demonstrate a logical approach to problem-solving and the ability to think on their feet. 

How Does Help Desk Outsourcing Work

 

Communication Skills
Strong communication is a key element in helpdesk services, leading to a smooth interaction with users when conveying technical information. This includes active listening, asking clarifying questions, and providing step-by-step instructions. 

They should be able to fluently communicate both verbally and in writing, including through email, chat, and phone.

When offshoring help desk staff, language differences come into play as well. This is why many English-speaking countries consistently choose to outsource IT specialists in the Philippines. The country ranked 20th in the latest global English Proficiency Index.

Customer Service Orientation
Help desk staff often serve as the first point of contact for users seeking technical assistance. They should possess excellent customer service skills, including patience, empathy, and a positive attitude. They should also be able to manage user expectations, de-escalate tense situations, and ensure a positive support experience.

 

Time Management and Prioritization
To continuously enhance helpdesk services, specialists often juggle multiple support requests simultaneously. They should be able to prioritize tasks effectively, manage their time efficiently, and meet service level agreements (SLAs). They should demonstrate the ability to work well under pressure and handle a fast-paced work environment.

 

Attention to Detail
Paying close attention to detail when documenting support interactions, troubleshooting issues, and following standard operating procedures is important in doing outsourced IT help desk support. The help desk staff should be thorough and methodical in their approach to problem-solving, ensuring that no steps are overlooked, and all relevant information is captured accurately.

How to Find the Right IT Outsourcing Partner for You?

Conduct Research
Research potential outsourcing partners through online searches, industry directories, referrals from colleagues or business associates, and professional networks.

 

Look for an outsourcing provider with a proven track record of delivering high-quality helpdesk support services. Reputable partners will often have a library of successful client case studies.

 

Assess Experience and Expertise
Assess the experience and expertise of each IT help desk outsourcing partner in relation to your specific requirements.

 

Choose an outsourcing provider who recruits professionals with years of experience in your industry or sector to ensure familiarity with your organization’s technology stack, and a demonstrated ability to handle similar support needs.

 

Review Service Offerings and SLAs
Review the service offerings and service level agreements (SLAs) provided by each help desk outsourcing partner.

Ensure that the outsourcing partner offers the specific support services you require, such as technical troubleshooting, incident management, user training, and knowledge base management.

Review SLAs for response times, resolution times, and availability to ensure they align with your organization’s needs and expectations.

 

Assess Technology and Infrastructure
Assess the technology infrastructure and tools used by potential outsourcing partners to deliver support services.

Look for outsourcing providers with modern helpdesk platforms, ticketing systems, remote support tools, and knowledge management systems to facilitate efficient and effective support delivery.

Hire Your First Offshore Help Desk Staff

Help desk support is tied to a company’s overall productivity since it ensures members of the team have seamless access and interactions with the organisation’s tools, equipment, and systems.

Businesses are now going above and beyond to ensure their access to the right help desk support they need.

 

When choosing an outsourcing firm, partner with a company that only hires specialists with at least two years of experience – like Staff Domain. These highly qualified support staff are guaranteed to provide you with excellent service. Connect with us today. 

 

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